What are the responsibilities and job description for the IT Support Specialist position at SuperHero Fire Protection,LLC.?
Description
About the Role
SuperHero Fire Protection is looking for an IT Support Specialist to be the first point of contact for technology issues across our locations, and to own day-to-day device and identity management for the company. You'll support office staff and field technicians in multiple states — people who are usually in the middle of a job when something stops working, and who need it fixed without a lot of back and forth.
This is a hands-on role with real ownership from the start. You'll work in Microsoft 365, Entra ID, and Intune every day, not occasionally. As you get established, there's a clear path into project work — rollouts, integrations, and initiatives that shape how the company runs.
What You'll Do
Serve as first response for support requests through our ticketing system, triaging by urgency and keeping users informed on status.
Manage devices end to end through Intune — enrollment, configuration, compliance policies, app deployment, and updates across Windows endpoints and iPads.
Administer Microsoft 365 and Entra ID: accounts, groups, licensing, access, and security settings.
Handle account setup and access changes for new hires and departures, following established onboarding and offboarding procedures.
Build and maintain automation that removes repetitive manual work from the team.
Troubleshoot Windows laptops and desktops, iPads, printers, and peripherals.
Support users across multiple branches remotely, and on-site as needed.
Document fixes and build out our internal knowledge base so recurring issues get faster to resolve.
Escalate what you can't resolve, with enough detail that the next person isn't starting over.
Take on project work as you grow into it.
Requirements
What We're Looking For
About the Role
SuperHero Fire Protection is looking for an IT Support Specialist to be the first point of contact for technology issues across our locations, and to own day-to-day device and identity management for the company. You'll support office staff and field technicians in multiple states — people who are usually in the middle of a job when something stops working, and who need it fixed without a lot of back and forth.
This is a hands-on role with real ownership from the start. You'll work in Microsoft 365, Entra ID, and Intune every day, not occasionally. As you get established, there's a clear path into project work — rollouts, integrations, and initiatives that shape how the company runs.
What You'll Do
Serve as first response for support requests through our ticketing system, triaging by urgency and keeping users informed on status.
Manage devices end to end through Intune — enrollment, configuration, compliance policies, app deployment, and updates across Windows endpoints and iPads.
Administer Microsoft 365 and Entra ID: accounts, groups, licensing, access, and security settings.
Handle account setup and access changes for new hires and departures, following established onboarding and offboarding procedures.
Build and maintain automation that removes repetitive manual work from the team.
Troubleshoot Windows laptops and desktops, iPads, printers, and peripherals.
Support users across multiple branches remotely, and on-site as needed.
Document fixes and build out our internal knowledge base so recurring issues get faster to resolve.
Escalate what you can't resolve, with enough detail that the next person isn't starting over.
Take on project work as you grow into it.
Requirements
What We're Looking For
- 1–3 years in helpdesk, desktop support, or systems administration
- Working knowledge of Microsoft 365 administration and Entra ID
- Hands-on experience with Intune or a comparable endpoint management platform
- Solid working knowledge of Windows 11
- Ability to explain technical things clearly to people who aren't technical, without condescension
- Organized and disciplined about tickets — nothing gets lost
- Reliable and self-directed, particularly when working remotely
- High school diploma or equivalent
- CompTIA A , Microsoft 365 Fundamentals, or similar certification
- PowerShell or other scripting experience
- Windows Autopilot or Apple Business Manager experience
- Experience supporting multiple sites or a distributed workforce
- Background in construction, field services, or other industries that provide technical support to field technicians